Date Received: 2017-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX XXXX 2017, my closing attorney used the automated phone system at Ocwen Mortgage to order a payoff quote on my loan. They requested the payoff good through XXXX XXXX 2017. The payoff was faxed to them with a good through date of X/XX/2017 and I was charged a {$10.00} fee for the quote. I assumed this was a fee for Ocwen having to fax the payoff to my attorney.
My closing date was XXXX XXXX 2017 and I did not want them to send Ocwen payoff funds for a XXXX XXXX 2017 payoff as they would be sending too much money. I would then have to wait for Ocwen to refund the payoff over payment to me ( which was approx {$300.00} ). On XXXX XXXX 2017, I went online and requested the payoff good through XXXX XXXX 2017 and received the payoff with the correct good through date this time. Ocwen charged me another {$10.00} fee for the quote. I did not understand why this fee was charged as I did not have it faxed anywhere and there was no disclosure on their website advising me that a fee would be charged. On XXXX XXXX 2017, I called Ocwen and requested that they waive the {$20.00} in payoff fees and was told by their customer service rep that that was not something that he could do. He advised me to send a written request and someone would look into it for me. I tried to send Ocwen a written request through their website but after typing up the request, clicking on the " send '' button did n't do anything. I tried twice, once using XXXX XXXX and once using XXXX XXXX XXXX. I was finally able to send the request to them using XXXX XXXX on my mobile phone. I also filled out a Customer Service Survey and explained that I was very unhappy with the service I received. I received a phone call today, XXXX XXXX 2017, from Ocwen in response to the poor rating I gave them on the survey I submitted. The Ocwen rep asked me how he could help and I explained what I was trying to do and that I just wanted the {$20.00} payoff fees waived because the first payoff quote was not what was requested and the second payoff quote was not faxed and it was not disclosed to me that they would charge me a fee. He told me that he was very sorry but there was nothing he could do. They do not waive payoff fees and he could see that two quotes were issued so I owed the payoff fees as charged. After explained again why I was not satisfied with his answer, he said that there was no way that the first quote was issued with an incorrect date because it was impossible for their system to be wrong. I informed him that my closing attorney 's office stated that they have this problem with Ocwen on a consistent basis. They request a payoff good through 7 days after a closing date but they consistently receive a quote that 's approximately 30 days in the future. The Ocwen rep basically repeated what he had already said and informed me that he would bring the non-disclosure of fees up in his next team meeting. I realize the amount of money is not substantial, however, if they consistently charge fees without disclosing them or charge fees when a mistake is made and then charge another fee to make a correction, serious fee income is being generated using unfair practices.Company Response:
State: VA
Zip: 23111
Submitted Via: Web
Date Sent: 2017-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-31
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I completed and submitted the package for refinancing my home. This package was completed and submitted in XXXX ' XXXX . This package was submitted and received by OCWEN in XXXX ' XXXX . As of this date XXXX XXXX , XXXX , OCWEN has used the ploy of asking for additional information. Like water from a dripping faucet, they ask one question, you answer that question. Then they ask another question. Now that we have been through every document, OCWEN is saying that they have not received documents. I am working with/thru XXXX , who keeps a file of all that I submit. OCWEN has complete access to the XXXX files. Currently, they say that they do not have access to the XXXX files. Therefore, all submissions go to XXXX an d OCWEN. OCWEN contin ues to say that they have not received documents I have sent. DO NOT SEND MY DOCUMENTS TO OCWEN!!
Company Response:
State: NC
Zip: 272XX
Submitted Via: Web
Date Sent: 2017-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My attorney and I have been working diligently with the len der ( Ocwen ) to do a short payoff. Near the XXXX o f 2016, th ey agreed to $ XXXX ... We countered at $ XXXX because that is what our research shows as the market value for the home which is literally a knock down on the main XXXX lane road so on to be XXXX . This caused them to do anothe r BPO on the property.. It has now been over 3+ months and the lender 's attorney is puzzled why his client ( Ocwen ) is now not responding at all to our negotiations. This has been the norm for this lender over the past 1+ years in tr ying to settle up with them.. Can you help me and my attorney get a response from the lender.. We have email communication from their attorney for the past agreement and we reach out weekly to their attorney with no updates.. I am trying to do the right thing and they are dragging their feet or do n't care at all. Please help.
Company Response:
State: FL
Zip: 34232
Submitted Via: Web
Date Sent: 2017-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Appeal was sent to lender : Not review for HAMP lo an when application received by lender on XXXX / XXXX / XXXX but no decision made until XXXX / XXXX / XXXX - review of HAMP decision not defined or even mentioned.
Attaching denial we received fro m Ocwen. Please consider this correspondence to be formal notice that our mutual client is hereby appealing the denial of loan modification because your company failed to evaluate this borrower for all loss mitigation options available in violation of Regulatio n X, 12 C.F.R. 1024.41 ( c ) ( 1 ) ( i ). The denial letter that you provided indicates that your company failed to evaluate this borrower for HAMP Tier II or an equivalent program that should have been available as an option. Please re-evaluate this borrower for all mandated and in-house loss mitigation options.Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11207
Submitted Via: Web
Date Sent: 2017-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have tried numerous times t o reach OCWEN to be told that I have to wait on hold for a number of callers in front of me. When my turn arrives, the automated system disconnects my phone call. I regularly wait in excess of 50 minutes, just to be disconnected. Today, I waited 53 minutes to be told by a recording that the offices were " now closed '' even though it was XXXX and the recording said the office hours were until XXXX .
Company Response:
State: WA
Zip: 98092
Submitted Via: Web
Date Sent: 2017-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good morning, 4 years ago we bought our 1st home through FHA, late in life, I am XXXX my husband is XXXX and on XXXX due to a XXXX XXXX, We went through a loan modification with our 1st company OCWIN, we were approved for a permanent modification, they tacked on XXXX to the back of our mortgage which seems to be SOP, After paying the new rate for several months our mortgage was sold to XXXX XXXX XXXX ( ... this 2nd company refused to honor the modification and charged us XXXX XXXX dollars in escrow they said we owed, I cant understand that because we were current with all payments to OCWIN > Soon after we paid the XXXX they sold our mortgage to another company XXXX. ( this 3rd company also refuses to honor the commitment.
I have been in contact with all these mortgage companies, i have all the relevant paperwork which has been sent to each company more than once. I have talked to their representatives several times by telephone. They dont even try to resolve the issue.. What happened to my escrow money? why is the XXXX still on the back of my loan and the permanent modification is not being honored? We are in severe financial hardship due to the reprehensible practices of these mortgage companies ... Thank you for your time and please help us sincerely XXXX and XXXX XXXXCompany Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2017-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-31
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Modification involvin g Ocwen and HAMP ; Submitted HAMP ap plication for Streamline Modification to Ocwen Financial. This initial package included at least one component of the Initial Package was faxed on XXXX . Our Attorney submitted a request per the guideline in the Making Home Affordable Program Handbook for Servicers of Non-GSE Mortgages, Version 5.0 As if XX/XX/XXXX XXXX XXXX XXXX XXXX , Pg 71, Borrowers in Bankruptcy. Borrowers in active Chapter XXXX or Chapter XXXX bankruptcy cases are eligible for HAMP at the servicers discretion in accordance with investor guidelines, but servicers are not required to solicit these borrowers proactively for HAMP. Notwithstanding the foregoing, such borrowers must be considered for HAMP if the borrower, borrowers counsel or bankruptcy trustee submits a request to the Servicer. In XXXX and because of the Chapter XXXX we were denied access to any workout with Ocwen. They refused to talk to me or transfer my calls, I was never instructed to submit a Attorne y Consent Letter and was not advised that they did not have one on file. Ocwen has not given us clear information about the application other than it is in underwriting. We have been calling and contacting by email but Ocwen but there has not been cooperation in the past. Their attorney for XXXX XXXX is involved in the process and insisted we give us Bankruptcy protections in order to have application for Modification processed. Ocwen has improperly calculated our loan balances, we do not know if there are any misapplied borrower payments because we still have not received a statement. We do not know if the account balance is accurate amounts owed and information regarding how payments were received and applied. We were not offered any XXXX Mortgage settlement offer for workout or modification. We did not and still have not received any statements. We wanted a modification in XXXX . They left our loan sit our there so with no workout options and now threaten Foreclosure when we are nearly done with a 5 year Chapter XXXX plan. They are asking the Chapter XXXX case be dismissed. Escrow Account Mismanagement. The CFPB alleges that Ocwen mismanaged the our escrow account. They failed to correctly process escrow and insurance payments. We paid direct to the Insurance and they are still billing us in the escrow total. Escrow statement notates " FHA '' our loan is not an FHA. We do not know what the Trustee payments were applied to.
Company Response:
State: CO
Zip: 80906
Submitted Via: Web
Date Sent: 2017-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XXXX XXXX 2017.. XXXX from the homeownership center and I, called Ocwen to check the status of the modification that we 've been working with them sinc e XX/XX/XXXX . At thi s point we were told that the modification was under review, and that no other paper work was required. Then upon my arrival home from my meeting with XXXX , I received a notice from Ocwen that my documents were expired and needed to be resubmitted because they are more than 90 days old.. Ok.. We submitted these documents to Ocwen less than a month ago.. And this is not the first time that my packets have expired that was submitted them.. This has cause incredible stress on me and my family.. When this started we were only two months behind and now we are more than 6 months behind. I was never offfered an option for a repayment. I was told that I would have to apply for a mortgage modification. This has been an utter nightmare dealing with Ocwen ...
Company Response:
State: NY
Zip: 134XX
Submitted Via: Web
Date Sent: 2017-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I put in an insurance claim on XXXX XXXX for a property I have I Virginia, due to the extent of the damage a check was issued in the amount of {$8100.00}. The check was issued in both my name and the mortgage compa ny Ocwen Loan Servicing. I paid the contractor with my own money in order to speed up as I had to send the check to Ocwen to be endorsed, I notified them that the contractor wa s paid and provided proof of doing so. I also made them aware that the check for the full amount need to be made out to me, they assured me that would be done. They then sent me a check made out to The Estate of XXXX XXXX , The Estate of XXXX XXXX and myself. After a lot of back and forth they sent me an envelope to return the check because The Estate of XXXX XXXX was no longer on the loan and there is no way the check could be deposited. It has now been an additional 4 weeks and Ocwen Loss Draft division has not returned the check with the corrected names, I spoke to a manager on XXXX XXXX and was told that the check was cut and just waiting on shipping. Called on the XXXX and was told that it take s 3 to 5 bus iness days to process shipping, called on the XXXX and was told to call back on the XXXX for my tracking number. Called on the XXXX and was told that it 's still waiting to be picked up by XXXX and I should call back on Tuesday XXXX to get my tracking number, when I called today I was told that the check was not printed because their printer is not working and there 're not sure when it going to be up and running. I feel like the are just giving me the run around and do n't want to refund my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30294
Submitted Via: Web
Date Sent: 2017-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-30
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Originally I had asked them to remove the charge off wording on my credit report and they say they ca n't but what I do n't understand is why they submitted the same charge-off again on my credit report when I paid them off now they have it being charged off again on XXXX XXXX , XXXX originally they charged it off on XXXX XXXX , XXXX . I do n't understand why they submitted it again preventing me not to be able to get a refinance of my mortgage.
Company Response:
State: FL
Zip: 33321
Submitted Via: Web
Date Sent: 2017-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A